Lead Site Support Specialist

Summary

The Lead Site Support Specialist welcomes, acknowledges and assists patients and guests, playing a critical role in shaping impressions of CODA and its services. This role is paramount in developing and maintaining strong patient satisfaction and loyalty and ensuring adherence to the organizational mission and vision. This role will also train and provide coverage assistance for Site Support Specialist roles throughout the organization.

Essential Responsibilities and Tasks

• Conduct new and continued training and development for all Site Support Specialists; train all new hires.
• Track and submit ideas and solutions regarding patient flow to management based on observation.
• Serve as resource for Site Support Specialists on protocol questions or workflow issues at sites.
• May provide coverage during periods of staff absence; model desired administrative practices.
• Contribute to overall agency success through participation in work teams and inter-department communications.
• Provide routine and accurate reports to Site Support Manager about program staff, operations, resources, and partnerships.
• Perform weekly check-ins with staff, one-on-one conversations to gather feedback, address concerns, and build relationships.
• Assist and inform the Manager on employee performance evaluation.
• Facilitate a welcoming and respectful treatment environment through patient-oriented, professional administrative service, including opening and closing the front office daily.
• Facilitate patient access to treatment services through timely scheduling of appointments and completion of administrative and financial paperwork.
• Maintain strong community partner relationships through monitoring referral paperwork and communications with referents and other partners.
• Engage patients in agency services through prompt and friendly answering of telephone calls, accurate responses to patient questions, and appointment confirmation calls.
• Ensure insurance and financial eligibility of patient financial accounts, receiving, posting, balancing and depositing submitted payments.
• Maintain patient charts, including assembly, document filing and closing; manage program faxes including sending and receipt/distribution of patient and/or program documents.
• Verify accuracy of entries into the electronic medical record through processing and review of required reports.
• Maintain strict confidentiality regarding patient Protected Health Information.
• Complete a daily balancing report.
• Maintain a clean and orderly working environment including lobbies and workspace.
• Travel between multiple worksites and locations.
• Demonstrate effective interpersonal communication skills which promote cooperation and teamwork.
• Review and sign-off timecards to ensure employee time is accurately recorded and complete.
• Consistent attendance and punctuality are required.
• Perform tasks as assigned by the Manager.

Supervisory Responsibilities

This position is accountable for a limited range of supervisory responsibilities including having direct reports, coaching, and training.

Competencies and Skills

• Ability to work with minimal supervision, demonstrating initiative and resourcefulness.
• Ability to convey a positive attitude and treat others with respect.
• Ability to take personal responsibility for the quality and timeliness of work and achieve results with little oversight.
• Ability to handle multi-line telephone system and its operation.
• Expert knowledge about customer service and ability to apply procedures, requirements, regulations, and policies related to health care operations.
• Ability to maintain professional communications and boundaries while managing complex situations and interacting with individuals diagnosed with substance use or co-occurring conditions.
• Ability to utilize oral and written communications skills to effectively communicate with patients, co-workers, community resources, supervisors, and others while maintaining patient confidentiality and establishing professional rapport.
• Ability to operate a computer, utilize basic MS Office programs, and effectively navigate and maintain patient records in an electronic medical records system.
• Ability to safely operate a motor vehicle.

Required Education, Experience and Competencies

• High school diploma or GED is required.
• Required: One year of relevant experience in medical office support and/or administrative support processes.
• Preferred: Two years of customer service experience.

Required Certifications and Licenses

• A valid Oregon or Washington driver's license.
• May be required to attain a Basic Life Support (BLS) certification or ability to acquire within 90 days of hire.
• Crisis Prevention training completion within 90 days of hire.